Job requirements
Requirements from the employer’s person specification. These describe the role, not your personal match.
Essential
9 listedRequirements the employer expects applicants to meet.
- Education
Degree or equivalent qualification/experience
- Education
Demonstrable knowledge of complaints and NHS procedures
- Skills and attributes
Excellent communication and interpersonal skills, including written correspondence, negotiation, listening and stakeholder engagement
- Skills and attributes
Strong organisational and time management skills, with the ability to prioritise competing demands and meet deadlines independently.
- Skills and attributes
Ability to manage sensitive and confidential matters, demonstrating professionalism and empathy when dealing with challenging situations.
- Skills and attributes
Proficient IT skills, including Microsoft Office applications and electronic information systems.
- Knowledge and Experience
Experience of complaints management and/or working in a customer service environment and knowledge of the incident reporting tabase
- Knowledge and Experience
Experience in analysing complaint information and enabling/recommending action to ensure issues are reported on and letter writing
- Knowledge and Experience
Evidence of managing workload and ability to prioritise
Desirable
2 listedAdditional qualities the employer would prefer.
- Skills and attributes
Demonstrate an understanding of Risk and Incident investigation
- Skills and attributes
Have an understanding of the Duty of Candour process
Job overview
We are seeking a highly organised and motivated individual to join the Divisional Governance Team on a 6-month secondment to lead and coordinate the management of patient complaints and concerns. The post holder will work closely with the Trust Complaints Team, clinical and operational services to ensure complaints are investigated thoroughly, responded to promptly and managed in line with national guidance and Trust policies. Key responsibilities include drafting complaint responses on behalf of the Divisional, providing expert advice and support to directorates, managing divisional correspondence, maintaining the Datix complaints module, and identifying opportunities for learning and service improvement. This is an excellent development opportunity for someone with strong communication, organisational and governance skills who is passionate about improving patient experience and quality of care.
Main duties of the job
The post holder will be responsible for ensuring that complaints received within the Division are registered accordingly and an appropriate investigation and response is completed. This will involve liaising with patients and complainants, staff at all levels within the organisation as well as various external organisations and stakeholders. To assist in managing correspondence received and facilitate a speedy and informal resolution of low level problems and concerns raised by service users. To also assist in ensuring that complaint investigations have been thoroughly completed and answered and review and draft response letters to complainants.
Detailed job description and main responsibilities
To view the main responsibility, please see the attached the Job Description and Person Specification.
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Applying for this NHS job
This advert is for Divisional Complaints Coordinator with London North West University Healthcare NHS Trust in Harrow, England. It is listed as a Coordinator (discipline unspecified) role. The advertised salary is £36943.00 to £44900.00. The contract type is Secondment: 6 months. The application deadline is 29 Sep 2026.
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